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Afro Asian Journal of Social Sciences Volume 3, No. 3.2 Quarter II 2012 ISSN: 2229 – 5313

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Emotional Intelligence (EI) among Bank Employees: An Empirical Study

Anurag Pahuja and Anu Sahi Assistant Professor in Management, Apeejay Institute of Management, Jalandhar, India

Abstract

The rules of work are changing increasingly. The increasing complexities both in business as well

as in human behavior have created the need for not only people with high Intelligent Quotient

(IQ) but people with high Emotional Quotient (EQ) also. In the present era where the slogan

“Customer is the King” prevails in every organization the emotionally imbalanced employees

may find it hard to achieve their targets or deliver their reports on time. The way a person feels

affects the way he behaves and the way he behaves will not only have the relationship with his

achievements, but also affects the performance of those around him. Keeping this in view, the

present paper is an attempt to unveil the perception of bank employees towards emotional

quotient, factors affecting their emotional intelligence and its effect on their performance.

Keyword: Intelligent Quotient, Emotional Quotient (EQ), Performance, Perception

1. INTRODUCTION

The rules for work are changing. People are being judged by not just how smart they are but also

by how well they handle each other and themselves. The essential premise of EQ is that our each

and every action is systematically controlled by emotions. In order to be successful, requires

effective awareness, control and management of one's own emotions and those of other people. If

IQ starts from head EQ starts from heart. Since the publication of the best selling book Emotional

Intelligence by Daniel Goleman (1995), the topic of emotional intelligence has witnessed

unparalleled interest. Elementary schools, universities have implemented courses on developing

one’s emotional intelligence in numerous settings.

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1.1 MEANING

Emotional intelligence (E.I.) refers to the ability to recognize and regulate emotions in ourselves

and others (Goleman, 2001). Over the years amendments made in the definition of EI concepts

and as per revised definition Emotional intelligence has been defined as the ability to perceive

emotion, integrate emotion to facilitate thought, understand emotions, and to regulate emotions to

promote personal growth (Mayer & Salovey, 1997).

1.2 BANKING SECTOR

Among Asian countries, Indian economy occupies an extremely important position as a mixed

economy having share in varied sectors like textile's sector, the sports goods industry, the

agriculture sector, the services sector and other industries. In service sector, Indian banking sector

keeps the largest share and growing very fast. After the Liberalization Privatization Globalization

(LPG) policy of 1991, the banking sector of India has been transformed from an indolent and

slow moving sector to an active, competitive and productive industry. Although the banking

sector is on the growth trajectory and providing vast opportunities of employment, however,

emotional intelligence of employees and the psychological problems i.e. stress, strain, anxiety,

have not been looked upon. The empirical observation reveals that overloading and extreme

burden of work, strictly time pressure of completion of tasks, more than 12 hours of work

duration, long travel, fear of termination of job contract etc. are very common problems among

banking sector. As a result, the bank employees suffer from extremely high level of stress.

Despite the researchers have produced many programs for prevention of stress and improving

emotional balance among employees in developed countries, they are far lacking in developing

country like India. In India, the numerous reforms’ programs are just limited to improve the

financial performance, innovation of new products, improve the building infrastructure,

promotion of modern practices etc., but they are yet to start any reform program, which is relevant

to employees’ psychological problems. Banking sector is backbone of any economy, so this study

focused on the new yet equally important concept of emotional intelligence among bank

employees.

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TABLE 1

Historical Perspective of Emotional Intelligence

Year Author name Description Remarks

1930 Edward

Thorndike

Social Intelligence Social intelligence as the ability to get

along with other people.

1940 David Wechsler Affective components Affective components of intelligence

may be essential to success in life.

1950 Abraham Maslow Humanistic

psychologist

Describes how people can build

emotional strength.

1975 Howard Gardner The Shattered Mind Introduces the concept of multiple

intelligences.

1985 Wayne Payne Emotional intelligence “A study of emotion: developing

emotional intelligence; self-integration;

relating to fear, pain and desire (theory,

structure of reality, problem-solving,

contraction/expansion, tuning in/coming

out/letting go).”

1990 Peter Salovey &

John Mayer

Emotional Intelligence Focused on Imagination, Cognition, and

Personality

1995 Daniel Goleman Emotional Intelligence Emotional Intelligence: Why It Can

Matter More Than IQ.

.

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FIGURE 1

Developing Emotional Intelligence in Organisation: An Optimal Process

Source: Cary Cherniss, Daniel Goleman, Robert Emmerling, Kim Cowan, & Michel

(http://www.eiconsortium.org/reports/technical_report.html)

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2. REVIEW OF LITERATURE

Dawda and Hart (2000) examined reliability and validity of a new measure of emotional

intelligence, the Bar-On Emotional Quotient Inventory. Results indicated that the EQ-i domain

and component scales had good item homogeneity and internal consistency as the scores were

not unduly affected by response styles or biases. The reliability and validity results for men and

women were very similar. Overall, the results suggested that the EQ-i is a promising measure of

emotional intelligence.

Rahim (2002) investigated the relationships of the five dimensions of emotional intelligence and

suggested that self-awareness is positively associated with self-regulation, empathy, and social

skills; self regulation is positively associated with empathy and social skills; empathy and social

skills are positively associated with motivation; which in turn, is positively associated with

problem solving strategy and negatively associated with bargaining strategy.

Paul (2004) described emotional intelligence and its importance to the law school curriculum.

The goals and preconceptions of the author in offer the class; and the organization, methodology

and materials used in teaching the class. Further, it discussed the students' reaction to the class

and how the students scored on an emotional intelligence instrument. Finally, the article

discusses what modifications the author would make to the course.

Serge (2004) argued that recent research in Australia demonstrates that emotional Intelligence is

not simply an ingrained trait but can be taught. The continued fascination with emotional

Intelligence (EI) goes beyond the fact that if we have only an average IQ we can at least claim

that our EI is high. Today, not only can we measure EI we can enhance it as well.

Nikaloau (2005) investigated the relationship of emotional intelligence (EI) characteristics, such

as perception, control, use and understanding of emotions, with physical and psychological

health.

Parvathy (2006) described the fact that an individual, both in his career as well as in personal

life, takes up different psychological roles. These roles are labeled as distinctive ego-states.

Mayer (2008) concluded emotional intelligence (EI) involves the ability to carry out accurate

reasoning about emotions and the ability to use emotions and emotional knowledge to enhance

thought. He discussed the origins of the EI concept, define EI, and describe the scope of the field

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today and for that he reviewed three approaches taken to date from both a theoretical and

methodological perspective.

Rathi (2008) studied relationship between Emotional Intelligence (EI) and Occupational Self-

Efficacy by examining 112 scientists of research organizations, using the emotional intelligence

scale developed by Hyde, Pethe and Dhar and occupational self-efficacy scale developed by

Pethe, Chaudhari and Dhar Correlation and regression analysis have revealed that emotional

intelligence has a positive relationship with occupational self-efficacy and is found to be one of

its significant predictors. The study implies that people with higher emotional intelligence are

more effective employees as compared to those with lower emotional intelligence.

Panda (2008) investigated the relationship between Emotional Intelligence (EI) and perceived

stress among 31 male and 31 female management students in a business school. Correlation

analysis has proved that EI is negatively correlated with perceived stress. t-test on the mean result

has revealed that there is no gender difference for EI and perceived role stress among

management students.

Vishwanathan (2008) investigated the effect of EI on academic performance of students,

applying a methodology which seeks to reduce, if not eliminate, objections to the traditional

measures of study on that linkage. A suitably-designed instrument, administered to more than

two hundred students, has disclosed that there indeed could be a significant linkage between

students' emotional disposition and their scores in exams.

Cavelzani,etal. (2009) conducted a study to determine the advantages of the knowledge and

application of emotional intelligence within the hospitality realm, both towards the internal

workgroup than towards the relation to guests.

3. NEED AND OBJECTIVES OF THE STUDY

Perusal of literature revealed that the rules of work are changing increasingly. With the increasing

complexities both in business as well as in human behavior created the need for not only people

with high IQ but people with high EQ also. In the present era where the slogan “Customer is the

King” prevails in every organization the emotionally imbalanced employees may find it hard to

achieve their targets or deliver their reports on time. The way a person feels affects the way he

behaves and the way he behaves will not only have relation with his performance, but also affects

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the performance of those around him. Number of research studies has been conducted on this

pressing issue both in developed and underdeveloped countries covering the various aspects of

emotions at workplace and the relationship of emotional intelligence (EI) characteristics, such as

perception, control, use and understanding of emotions, with physical and psychological health

and to determine the advantages of the knowledge and application of emotional intelligence. In

developing country especially India, there is dearth of literature focusing on this important aspect

of emotional intelligence. So a need arises to study this concept in banking sector which is the

back bone of financial system and hence responsible for the overall growth of the economy at a

large. Keeping this in view the present study tries to reveal the factors affecting emotional

intelligence among bank employees working in Punjab and its affect on their performance. The

study was conducted during the period of January 2011- March 2011.

3.1 OBJECTIVES OF THE STUDY

To check the awareness level of bank employees regarding emotional intelligence.

To check the importance of emotional intelligence among bank employees.

To know about the factors affecting emotional intelligence among bank employees

To compare the employees with high and low levels of emotional intelligence

3.2 HYPOTHESES DEVELOPMENT

Goleman (1995) and Bar-On (1997) claimed that males and females are different in their

emotional intelligence profile. On the contrary, some scholars disclosed that men have greater

level of emotional intelligence than women (Petrides and Furnham, 2000). On this basis the

following hypotheses were developed.

3.3 Null Hypotheses:

Ho1: There is no difference in empathy across genders.

Ho2: There is no difference in self awareness across genders.

Ho3: There is no difference in self management across genders.

Ho4: There is no difference in social skills across genders.

Ho5: There is no difference in self motivation across genders.

H06: There is no difference in overall emotional intelligence across gender.

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4. DATA BASE AND METHODOLOGY

4.1Database

This paper focuses on the bank employee’s awareness regarding the concept of emotional

intelligence, their perception towards the same and the factors affecting their emotional

intelligence. The survey was carried out through a non-disguised structured questionnaire having

close-ended, dichotomous and likert scale based questions. Firstly, the prior studies were

reviewed in order to identify various dimensions of emotional intelligence and its impact. Then on

the basis of identified dimensions, various factors were identified, on the basis of which final

questionnaire was prepared. The questionnaire was filled by 120 bank employees consisting of

both private and public sector banks, which were identified on the basis of non-probabilistic

judgement sampling.

In order to ensure the content validity of the questionnaire, it was examined in two stages by

undertaking an exploratory study: first by two professor from the field of HR and marketing and

two HR managers of banking industry. Based on the feedback from the panel, some modifications

were incorporated and the final questionnaire was prepared. Secondly, a ‘pilot survey’ for pre-

testing the questionnaire was conducted in case of twenty respondents. After the pilot survey,

again certain modifications were introduced in the questionnaire and finally modified

questionnaire was used for the detailed study. During editing stage of the responses, it was found

that some of the questions in the questionnaires were incomplete and thus was not included in the

study and finally only 100 respondents were retained for the purpose of analysis.

4.2 Statistical Tools & Techniques

The present study had been analyzed by using various statistical tools like Factor Analysis,

Sample T test, Likert Scale Ratings, Percentage Method, Mean, Standard deviation etc. The

results and analysis had been shown with the help of figures and tables. For analyzing the

questionnaire, simple as well as cross tabulation has been used along with percentages. In the

present study, in order to apply various methodological tools, SPSS was meticulously used.

5. Results and Findings

In the present study, data has been analysed and interpreted in the following sub-heads:

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5.1 Description of the sample

The sample for the current study demonstrated the following demographics stating age, income

and occupation of the respondents under study.

Table 2: Demographic Profile of Respondents

5.2 Awareness Regarding the Concept of Emotional Intelligence

Emotional intelligence is an entrenched concept in developed countries, but in India it has gained

importance off late. The present study attempts to reveal the perception of banking sector

employees towards this extremely important concept. In order to unveil the same this question

was framed regarding the awareness about the concept and the response is as follows:

Gender No. of Respondents %age of Respondents

Male 50 50

Female 50 50

Total 100 100

Age (Years) No. of Respondents %age of Respondents

20-29 42 100

30-39 30 0

40-49 18 0

50 or more 10 0

Total 100 100

Designation

Cashier 40 40

Operation

Manager

25 25

Credit

Manager

15 15

Assistant

Staff

20 20

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Table 3: Awareness Regarding Emotional Intelligence

Awareness among respondents No. of Respondents (%age)

Aware

82 (82)

Unaware 18 (18)

Total 100 (100)

The study revealed that majority of the respondents (82%) were aware of the concept of

emotional intelligence and only few (18%) were ignorant about the same. This clearly depicts

that Indian banking sector is no exception, as major chunk of employees were aware of the

widely used concept popularly known as EI.

5.3 Importance of Emotional Intelligence

Though both the male and female respondents of the study were aware of the concept of emotional

intelligence, the present question was asked to know whether they consider it important or not. The

response is as follows:

Table 4: Importance of Emotional Intelligence

Importance No. of Respondents

Male Female

%Age of Respondents

Very important 24 28 52

Important 18 12 30

Least important 0 0 0

Not important 0 0 0

No response 8 10 18

Total 50 50 100

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The study revealed that both males (42%) and females (40%) consider it very important concept.

During the personal administration of questionnaire the female employees responded that it is

important not only at work place but at home front too.

5.4 Gender and Emotional Intelligence

Goleman (1995) and Bar-On (1997) claimed that males and females are different in their

emotional intelligence profile. In order to test the same the following hypotheses were tested:

Ho1: There is no significant difference in empathy across genders

Table 5: Relation between Gender and E.I Traits

E.I Traits Sex Mean Std. Deviation

Empathy

Male

3.743

.562

Female

3.985

.574

Self

Awareness

Male 5.242 .543

Female 5.135 .524

Self

Management

Male 4.785 .627

Female 4.295 .638

Social Skills

Male 4.392 .597

Female 4.215 .558

Self

Motivation

Male 3.658 .503

Female 3.532 .607

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The study revealed that as far as empathetic attitude is concerned, females are more empathetic

than males. The statistical score of females (Mean 3.985, S.D 0.574) as compared to men (Mean

3.743, S.D 0.562) makes it clear. Thus it can be said that females are more considerate than males

under study.

Ho2: There is no difference in self awareness across genders.

Self awareness is the most important trait, which needs to be present in an emotionally intelligent

person. The study revealed that males (Mean 5.242, S.D .543) are more self aware than females

(Mean 5.135, S.D 0.524). Hence it can be concluded that there exist a significant difference across

genders in respect of self awareness.

Ho3: There is no difference in self management across genders.

The survey rejected the null hypothesis that gender does not make a difference in self

management and is because the statistical score of males (Mean 4.785, S.D .627) is more than

females (Mean 4.295, S.D.638). Thus it can be concluded that bank males employees are more

self managed than female bank employees studied.

Ho4: There is no difference in social skills across genders.

The statistical score for social skills show significant difference across genders. Males (Mean

4.392, S.D .597), while the statistical score for females were (Mean 4.215, S.D .558). This makes

it clear that EI traits possessed differs by gender.

Ho5: There is no difference in self motivation across genders.

Self Motivation is considered to be the backbone of emotional intelligence. As if the person

himself is motivated, only then he can create a motivated environment around. The results

supported the facts but revealed that there is difference between male (Mean 3.658, S.D 0.503)

and females (Mean 3.532, S.D 0.607) in respect of self motivation.

H06: There is no difference in overall emotional intelligence across gender

The study revealed that though on individual EI traits male and female differs. On certain traits

males were better and on some females were better. But for a successful person what matter is

overall control of all emotions. Thus it was needed to test that among men and women which

gender is more emotionally intelligent. The results are as follows:

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Table 6: Group Statistics (Emotional Intelligence)

Emotional

Intelligence

Sample Mean Std.

deviation

Male 122.64 20.229

Female 123.01 19.714

t- value = 1.313, p = < 0.10

The scrutiny of the table and value of t statistics (1.313) makes it clear that women are more

emotionally intelligent than men.

5. 5 Dimensions of Emotional Intelligence

Daniel Goleman has stated certain dimensions of emotional intelligence which are tried to reveal

in this question and the results as follows:

Table 7: Dimensions of Emotional Intelligence

The study focused the fact that Emotional Intelligence as a trait can be learnt only through self

management (21%) and self motivation (21%) followed by empathy (18) % and self awareness

(17%).

Dimensions No. of Respondents (%age)

Empathy 44 (18)

Self awareness 42(17)

Self management 52(21)

Social skills 40(16)

Self motivation 52(21)

No response 18(7)

Total 248*

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5.6 Factor affecting emotional intelligence

We generally talk about the fact that some people are able to manage the thing and people

around well, while others find it difficult. In order to answer the same, this question was framed

to reveal the factors that affect the levels of emotional intelligence of a person. The responses are

as below:

Table8: Factors Affecting Emotional Intelligence

Factors Summated Score Rank

Communication skills 438 1

Assertiveness 308 2

Problem Solving Capacity 304 3

Social Intelligence 262 4

Optimism 242 5

Empathy 168 6

In order of ranks the study discovered that communication skills (Rank 1), assertiveness (Rank2)

problem solving capacity (Rank 3), social intelligence (Rank 4) and optimism (Rank 5) are the

factors that affect the emotional intelligence the most. Hence it can be concluded that those who

can communicate well and are assertive are found to be more emotionally intelligent, as they re

able to express themselves well.

5.7 Level of Emotional Intelligence among Respondents

In order to reveal the level of EI among bank employees, likert scale was administered using

statements related to various aspects of emotional intelligence. The results are as follows:

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Table 9: Levels of Emotional Intelligence among employees

EI factors among employees Summated Score

Upset 250

Depressed and Looser 280

Uneasy 250

Bored 272

Thinking about unnecessary things 268

Unhappy for unknown reasons 258

The various statements given to employees revealed the fact that majority of the surveyed

employees were not emotionally intelligent as they agree to the statement that they feel depressed

and consider themselves losers (Summated Score 280) often. This is a serious concern for

banking sector and sufficient efforts should be done to decrease stress among employees and

make them more emotionally stable.

5.8 Emotional Factors Possessed by respondents

Every individual is different from one other in terms of his nature and behavior. The extent to

which the emotional factors are possessed by one, make him or her more emotionally stable and

hence help in his as well as organization growth. With a view to unveil the same among the

surveyed respondents the said question was framed and the responses are as follows:

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Table 10: Emotional Intelligence Factors possessed by Employees

Factors No. of Respondents %Age of Respondents

Adaptability 50 13

Assertiveness 46 12

Emotional expression 44 12

Self management 20 5

Emotional perception 22 6

Impulsiveness 22 6

Social skills 46 12

Self esteem 40 10

Stress management 18 5

Social competence 24 6

Self motivation 50 13

Total 382* 100

*(Total is not equal to sample size because of multiple option question)

The survey revealed that self motivation and adaptability were the two main qualities possessed

by majority (13%) of the respondents followed by assertiveness, emotional expression and

relationship skills (12%). The emotional factors least possessed by employees were self

management and stress management (5%). This is to be noted here that stress management and

self management need to be improved as bank employees have to deal on daily basis with

stressful work.

5.9 Development of Emotional Competencies

In a banking company the employees have to deal on a daily basis with the customers. So they

should be aware of the fact that how they can build their emotional competence in order to be the

most favored employee among customers. With a view to explore this fact the following question

was asked and the response is as follows:

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Table 11: Modes to develop emotional intelligence

Different Ways No. of Respondents %Age of Respondents

Identify and express feelings and

emotions

24 24

Problem solving and decision

making

32 32

Understand consequences of

feelings and emotions

6 6

Manage own and others feelings. 20 20

No response 18 16

Total 100 100

The study also revealed that (32%) employees feel that problem solving ability is the most

required EI trait in order to build customer relation. The results are supporting the study by

(Berry, 1983), which states that customer relationship building is based on the problem solving

ability of employee. Further the survey highlighted that identification of feelings and emotions

and understanding the both is required in order to win the customers.

5.10 Reaction under Crisis situation

In order to check the level of emotional intelligence among the surveyed employees this question

was framed. The basic idea behind the question was how well the employees are able to control

their emotions under crisis situation. The results are as follows:

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Table12: Reaction under Crisis Situation

Reactions No. of Respondents (%age )

Reacts aggressively 24 (24)

Demands grace time 32(32)

Try to make excuses 6(6)

Use your intelligence 20(20)

No response 18(18)

Total 100(100)

The survey revealed that majority (32%) of the respondents instead of reacting in any manner

ask for the grace time so that they can solve the crisis situation while other major chunk (24%)

reacts aggressively to the situation. This clearly depicts that the bank employees need to be give

certain emotional control training programs in order to achieve better results and good customer

rapport.

6. CONCLUSION

Every organization aims to reach at the level of optimum productivity. Certainly, skillful and

competent human force is one of the most important elements that help organization to achieve

their goals, because human force plays a noteworthy role in changing the level of productivity.

Abraham (1999) claimed that emotionally intelligent individuals are more skilled to cope with life

activities and they have productive thinking which often includes affective awareness. As banking

sector is considered to be back bone of any economy, the study was conducted to reveal the

perception and factors affecting emotional intelligence among employees. The present study

reveals that employees of selected banks were completely aware of this comparatively new

concept and also unveil the fact that there is significant difference between male and female on

various EI traits. However, females scored better on overall emotional intelligence than males. As

far as levels of EI among surveyed employees are concerned, the survey brought into light that the

employees are not emotionally stable. This is really a matter of concern for bank authorities as it

affects the performance as well. The study also highlighted that the surveyed employees consider

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self management, self awareness and empathy as the major emotional intelligence traits required

by anyone. Similar to the earlier studies the survey respondents also agrees that individuals who

are more emotionally intelligent have much more life satisfaction, partake in others emotion, and

also usually are more ordered, warm, prosperous, and optimistic (Salaski and Gartwright, 2002).

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